Senior Manager End User Services

THE COMPANY: 

 Juul Labs's mission is to transition the world’s billion adult smokers away from combustible cigarettes, eliminate their use, and combat underage usage of our products. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent. 

 We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career is compelling, read on for more details. 

ROLE AND RESPONSIBILITIES:  

The company is looking for a Senior Manager to provide structure, direction and overall governance to our End User Services team, which encompasses: 

• global service desk,
• audio-visual support 
• end user computing services.  

The Senior Manager of End User Services has ultimate accountability for helping our end users perform their functions at optimal levels by providing them with comprehensive support from end to end, providing top notch computing equipment, and providing world class global audio video and teleconferencing solutions. This Senior Manager will manage the company’s End User Services team for continuous improvement, ensuring relevance of the services offered and evolving the delivery model to match industry trends and technology advancements, aiming to achieve the highest levels of user satisfaction for the Company’s internal user base.  

The Senior Manager will take ownership and responsibility over an existing team of support engineers, contractors and service partners to complete tasks in connection to:

• 24x7 Global Service Desk provisioning
• Provide executive and onsite (in office) user support
• Complete advanced troubleshooting of IT issues and resolve to meet service level agreements
• Provide first and second level support for a portfolio of standard corporate applications and productivity tools.
• Manage all audio and video equipment at the company’s offices
• Support the company’s audio and video conferencing solutions
• Provide support and break/fix services for end user computing
• Manage new user onboarding process and execute on offboarding processes
• Manage end user device policies, patch and security deployments
• Build, maintain and deprecate laptop, desktop, mobile devices and virtual desktop images.  

The Senior Manager shall participate in global technology strategy planning activities bringing current knowledge and future vision of best practices, improvement and service transformations, providing leadership and support to other corporate functions within the Company, and across the broader corporate community. The Senior Manager will be challenged to think strategically about service evolution and improvement while taking tactical ownership of service performance and reliability. The Senior Manager must be a strong hands-on technical expert with the ability to speak to stakeholders in business and value terms, without compromising on delivery. Additionally, the Senior Manager will coach, mentor and provide people and career management to the teams appointed to their function. 

Reporting to the Senior Director of Global Technology Services, this role will assume an existing team of employees, subcontractors and will own the operational relationship with partner vendor teams to complete their role functions.  

KEY RESPONSIBILITIES: 

• Establish a robust governance framework across all functions within their scope of influence, that will ensure consistency, predictability, efficiency and quality for all functions
• Develops overall roadmap for the continual evolution and improvement of the functions within their scope of influence, in alignment with corporate IT initiatives and need
• Develops delivery approach and articulates operational direction and priorities for all functions within their scope of influence
• Develops and manages executive communications both internally and client facing
• Accountable for budgeting and financial management of their assigned functions
• Engages with peers, stakeholders, partners, and reporting teams, gaining trust and influence through effective communication, active listening, and the capability to work effectively in a unique culture and matrix-oriented environment
• Leverage relationships with other corporate functions to identify needs and develops solution options and services to meet those needs
• Develops and implements a series of Key Performance Indicators and Service Level Agreements relevant to the functions within their scope of influence; adjusts KPI targets with other corporate teams
• Leverage relationships with vendors, and external advisory groups, to define the strategic direction and effectively deliver major initiatives
• Responsible of providing people and career management to the teams appointed to their function
• Responsible for managing delivery and vendor relationship with partner vendors contracted to complete tasks within their function. 

EDUCATION: 

• Bachelor’s Degree or equivalent relevant experience (required)
• Area of Study / Degree: IT or Computer Engineer preferred 

PERSONAL AND PROFESSIONAL QUALIFICATIONS:

• 15+ years of progressive experience in technical service delivery and program management
• 10+ years of experience in the design and implementation of end user services, KPI, SLAs, customer experience indicators and continuous process improvement
• 10+ years of experience managing contact centers, service desk and end user support teams, with focus on quality and customer satisfaction with a sense of urgency
• Experienced in the definition of end user policies, patch and security deployments
• Experienced in the design, deployment and management of a complete end-user computer fleet
• Experienced in ITIL concepts for incident, problem and change management
• Expert in leveraging ServiceNow for service management, automation and service optimization
• An expert level understanding of end user service delivery, continuous improvement and end user satisfaction optimization is essential
• An expert level knowledge of call center and end user support processes, policies, procedures and best practices service
• Exemplary problem solving abilities with a very strong technical acumen on  
  • Windows, Mac and iOS operating systems,  
  • virtualized environments,  
  • Active Directory and domain services platforms
  • patch and mobile device management platforms
  • backup and recovery tools
• Exemplary ability to implement ad-hoc solutions and leverage tools for complex problem resolution
• Exceptional experience and ability for Scripting using Python, shell and bash scripts
• Ability to work in a team environment and motivate others
• Ability to influence and manage change effectively
• Exceptional written communication skills 

JUUL LABS PERKS & BENEFITS: 

• A place to grow your career. We’ll help you set big goals - and exceed them
• People. Work with talented, committed and supportive teammates
• Equity and performance bonuses. Every employee is a stakeholder in our success
• Cell phone subsidy, commuter benefits and discounts on JUUL products
• Excellent medical, dental and vision benefits 

Juul Labs is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees and job applicants, without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Juul Labs also complies with applicable employment eligibility verification requirements. All applicants must have the authorization to work for Juul Labs in the country of employment.